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All Journal JUIMA : Jurnal Ilmu Manajemen Jurnal REKOMEN (Riset Ekonomi Manajemen) Warmadewa Management and Business Journal (WMBJ) Jurnal STIE Semarang (Edisi Elektronik) Forum Manajemen Jurnal Ilmiah Manajemen Kesatuan Majalah Ilmiah Dian Ilmu JURNAL CAPITAL : Kebijakan Ekonomi, Manajemen dan Akuntansi Jurnal Abdi Masyarakat Saburai (JAMS) International Journal of Advanced Multidisciplinary Jurnal Pengabdian Kepada Masyarakat Seminar Ilmiah Nasional Teknologi, Sains, dan Sosial Humaniora (SINTESA) (JUMPER) Journal of Social Science and Business Studies Maneggio Siber Journal of Advanced Multidisciplinary International Journal of Economics, Business and Innovation Research Greenation International Journal of Tourism and Management Maneggio
WIjayanthi, Ida Ayu Trisna
Sekolah Tinggi Ilmu Manajemen Handayani
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Social Sciences Other

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The Impact of Service Quality and Food Quality on Customer Satisfaction and Customer Retention Karwini, Ni Ketut; Handayani, Ni Wayan Ana Rahita; Wijayanthi, Ida Ayu Trisna
Journal Management & Economics Review (JUMPER) Vol. 3 No. 10. 1 (2026): Special Issue: Call For Paper JUMPER
Publisher : Malaqbi Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59971/jumper.v3i10. 1.996

Abstract

This study investigates the impact of service quality and food quality on customer satisfaction and customer retention in the restaurant industry. Drawing on a quantitative research design, data were collected from 215 restaurant customers using a structured questionnaire measured on a five-point Likert scale. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to examine both direct and indirect relationships among the constructs. The findings reveal that service quality and food quality significantly and positively influence customer satisfaction, with food quality demonstrating a stronger effect. Customer satisfaction was found to have a substantial positive impact on customer retention, confirming its central role in fostering long-term customer relationships. Additionally, the results indicate that customer satisfaction partially mediates the relationships between service quality and retention, as well as between food quality and retention. The model explains a considerable proportion of variance in both customer satisfaction and customer retention, suggesting strong predictive power. These findings highlight the strategic importance of delivering consistent food excellence and superior service performance to enhance customer satisfaction and ensure sustainable customer retention. The study contributes to hospitality and service marketing literature by providing an integrated empirical framework linking quality dimensions, satisfaction, and retention within the restaurant context.
Co-Authors Achmad Noerkhaerin Putra Afif Suherman Haris Aldri Frinaldi Amin Darmawan, Alfais Anak Agung Gede Putra, Anak Agung Gede Apolinario Valentim Dos Santos Argo Dwi Prakoso Basir, Badirun Brahmanta, Ida Bagus Angga Desak Made Handewi Dyah Savitri DEWI, NI LUH KARTIKA Doni Hendiarto Fachrial, Peppy Fitra Satam Ginting, Maria Fransiska Br Giri. S, Maranatha Constantine Sindhu Gonzaga, Marciana Handayani, Ni Wayan Ana Rahita Handewi Dyah, Desak Made Heltiasian, Esidora Ida Ayu Komang Juniasih Ida Bagus Amerta Kusuma Ida Bagus Ngurah Wimpascima Ida Bagus Radendra Suastama Ida Bagus Radendra Suastama Ida Bagus Swaputra Ida Bagus Swaputra Judijanto, Loso Juniasih, Ida Ayu Komang Karwini, Ni Ketut Kornelia Roswita Masu Kushariyadi Kushariyadi Laswitarni, Ni Ketut Masu, Kornelia Roswita Mochammad Subagio Ni Gst. Ag. Gde Eka Martiningsih Ni Kadek Winda Oktaviani Ni Ketut Karwini Ni Ketut Karwini Ni Ketut Laswitarni Ni Ketut Laswitarni Ni Ketut Pradnyadari Ni Ketut Pradnyadari Ni Luh Kartika Dewi Ni Made Purnamasari Ni Made Widiyastiti Ni Nyoman Menuh Ni Putu Ani Suanendri Ni Putu Rianasari Ni Wayan Ana Rahita Handayani Ni Wayan Ana Rahita Handayani Novia Indah Lestari Nunung Ayu Sofiati (Efi) Nurdiani, Tanti Widia Oka Pradnyana, I Gusti Gede Pipit Sundari Pradnya Handayani, Sagung Agung Diah Primadi Candra Susanto Purbanuara Parlindungan Sitorus Purwoko, Harry Putu Mela Ratini Putu Mela Ratini Ratini, Putu Mela Reyna Virginia Nona Sari, Titis Nistia Sendia Maria Verdial Vieira Setiyarti, Tettie Suhendra, Agus Sundari, Pipit Suryanto, Ardiansyah Bagus Tettie Setiyarti trisna